Customer Success
Your team can't onboard every user by hand. Now it doesn't have to.
Your CS team is stretched. Every new customer needs hand-holding through setup, training on features, and follow-up when they get stuck. Tandem gives every user the same quality of onboarding your best CSM delivers, without the headcount.
Trusted by 100s of leading teams
Your CS team spends 60% of their time repeating the same onboarding.
Every new customer gets a kickoff call, a setup walkthrough, a training session, and two follow-ups when they get stuck. Your CSMs know the script by heart. They could do it in their sleep. Meanwhile, their strategic accounts get less attention because the calendar is full of "how do I set up X" meetings. It doesn't scale. And hiring another CSM doesn't fix the ratio.
Onboarding at Scale
Every user gets the setup experience your best CSM would give.
Today, your top-tier customers get a dedicated CSM who walks them through setup step by step. Everyone else gets a generic guide and a "reach out if you need help" email. The result: your smaller accounts churn because they never properly set up the product.
Tandem sits in the product and delivers that same step-by-step onboarding to every single user. It qualifies what they need, walks them through configuration, fills in the tricky fields, and answers their questions in real time. Like a CSM that's always available, never double-booked.
Same onboarding quality for every account tier. No CSM calendar required.
Training & Enablement
Stop running the same training session every week.
New users join an existing account and need training. A customer expands to a new team and they need a walkthrough. An admin changes and the replacement needs onboarding from scratch. Your CS team runs the same training calls over and over.
Tandem trains every new user in the product, on demand. It walks them through features specific to their role, answers questions about their specific account setup, and guides them through the workflows they'll use daily. Available 24/7, in every language your product supports.
Training that happens inside the product, when the user needs it. Not when your CSM has a free slot.
Retention & Health
Catch the users who are about to churn before they do.
By the time a customer tells you they're unhappy, they've already made the decision to leave. The signals were there: they stopped using key features, they never completed advanced setup, their new team members never got trained.
Tandem re-engages users who stall. It picks up where they left off, surfaces features they haven't explored, and helps them complete the setup steps they skipped during onboarding. It's the proactive touchpoint your CS team can't do at scale.
Proactive engagement at the moments that predict churn. Not a health score dashboard. Actual in-product intervention.
Personalized onboarding per user
Each user gets guidance matched to their role, their account setup, and their goals. Not a generic tour. A conversation that adapts to what the user actually needs to do.
Always-on, never overbooked
Tandem is available the moment a new user logs in. Midnight, weekend, holiday. No scheduling, no "we'll get back to you in 24 hours." The help is there when the user needs it.
Executes setup for the user
Complex configuration? Tandem fills fields, navigates multi-step flows, and completes the hard parts of setup. Users don't need to figure it out alone or wait for a CSM to walk them through it live.
Session intelligence for your team
See which users completed onboarding, who got stuck, and what questions they asked. Your CSMs get a full picture of account health without scheduling a check-in call.
White-label, your brand
Name it what you want. Style it to match your product. Users see your brand, not ours. It feels like a feature you built, not a third-party bolt-on.
Escalation with context
When a user needs a human, Tandem hands the session to your CS team with full context: what the user tried, where they got stuck, what they asked. No "can you describe your issue again."
